Jim Machi : Industry Insight
Jim Machi

Uber News Involves Sexual Harassment While Waze Competes

The news of the week wasn't great for Uber as a result of sexual harassment claims by workers via a blog post...

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Forward This Post to Employees To Protect From Hackers

Although there is no guarantee you can be 100% protected against hacking, there are some basics you can share with workers to...

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The Drone Wars Have Arrived

An army of good drones will protect our high-value targets at all times. In February 2014 we warned of the impending urban drone...

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Downhill Sledding

For Agents especially, our business has been downhill sledding, much the way Calvin and Hobbes did it (see HERE). Price compression...

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Avaya Bankruptcy Really Doesn't Bother Buyers

At this month's ITEXPO we hosted a panel on Cloud UC with RingCentral, 8x8 and Broadsoft and one of the first questions...

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How Service Providers Can Avoid Becoming A Bit-Pipe

I was recently talking to STL Partners / Telco 2.0 and we had a discussion about service providers now facing the similar...

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Like a Room without a Roof, Women in IP Communications

       Pictured left to right and top down are some faces in VoIP: Yana Stamcheva, senior software developer at Atlassian; Jennifer...

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Airlines Fly Over Contact Center Expectations

December 20, 2016



Last week, I talked about the different contact center channels. I mentioned that airline contact centers do a good job of keeping up with customers’ demands and expectations of communication.

Many of us travel quite frequently so just looking at how an airline operates is a great example of a modern contact center.  Right now as I write this, I am in the middle of an intercontinental trip. 

Comparing Contact Center Channels

December 13, 2016

The contact center has always been technically innovative.  The quest to both improve customer service while reducing expenses at the same time, while potentially oxymoronic, gets pulled off in this space because of technical innovation.  In fact, the contact center used to be called a call center, because, well, the only way to contact one, or to have one contact you, was to place a phone call.  Contact centers were one of the first industries to really embrace IP communications because of this very reason. 

Scoring My 2016 Predictions

December 6, 2016


This is the time of year I typically grade myself on the predictions I made this time last year.

NFV: I predicted that we’ll see someone claim that they have implemented an NFV network, but I also said that it will be hard to believe that it would all be able to happen in 2016 because of the MANO interop.  As far as I know, no one has made an NFV network claim, but MANO interop is still a mess.  So I get a B here, even though I’m going to appeal to the teacher to give me an A, because I was really right.

Ad Blockers vs Mobile Advertisers

November 29, 2016

In September, I wrote a blog on why mobile advertising is expected to grow based on Mary Meeker’s yearly Internet Trends report. Something to be considered is that there is also an opposing force to this: ad blockers. When you think of ad blockers, you probably think of it as an extension on your browser on your desktop that can only block ads when browsing on your computer. Ad blockers have kept up with the times and now provide smartphone-wide ad blocking...mostly with the exception of native ads.

Comparing Different Types of Mobile Ads

November 22, 2016

Now that access to the internet via mobile devices is past 50% compared to access via desktop, it makes sense that internet models of making money is becoming prevalent in the mobile world. Unlike ads in traditional platforms such as TV or radio, these ads get especially crafty on mobile. Here are the different types of ads that are shown on mobile devices.

Location-Based Ad

The Growth of Mobile Advertising

November 15, 2016

Given that more than 50% of consumers are accessing the internet via mobile devices now, it stands to reason that the internet model of advertising would come to mobile access. After all, websites are now designed specifically for mobile devices in addition to desktop, so why wouldn’t desktop internet models of making money also apply?  That is, seeing ads pop up on your browser screen after you’ve done a search. 

LTE And (Over) A 1000 Words

November 8, 2016

If you go to the Global mobile Suppliers Association website, you can get some very interesting information in the form of white papers and other content. In fact, you can get the picture above if you click here.  And that picture really does say a 1000 words.

First of all, and this no news, LTE has been the fastest growing mobile system ever. 

NFV Needs to Get Out of the Muck

November 1, 2016

Almost two years ago, this Heavy Reading whitepaper came out. Today, NFV MANO is still an issue that is holding back NFV.  Don’t get me wrong, the concept of an orchestration layer to manage different VNFs from different vendors is good.  The promise of best of breed VNF software being plugged into an overall NFV solution is great.  

LTE and Voice = VoLTE

October 25, 2016


Every year, Ericsson puts out a nice overall Mobility Report in June.  I’m finally getting around to reading it now.  There is some really nice information in there about IoT growth and 5G.

However, this one graphic really struck me.  

Whatever Happened to Dialogic Boards?

October 18, 2016

I stopped wearing Dialogic shirts in airports many many years ago, simply because I often got stopped by people who used our boards and wanted to talk about them.  I still remember the event that tipped me - someone asked me if a PEB bus could go to 5 feet in length.  (Note: I knew the answer back then, but I don’t remember what it was – probably no, though).

Anyway, I recently wore my Dialogic shirt in an airport for the first time in 15 years and voila, I got stopped by someone. 

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